Customer Success Manager: Build CX from Scratch in a Startup

Espire Education Group; United Kingdom; Sur place; GBP 42 000 - 65 000; Plein temps

Résumé du poste

STEM On Track is seeking a Customer Success Manager to own the full customer journey across the programme, technology platform, and live events. You will build processes, track performance, and turn feedback into improvements that boost retention and trust.

In this founding role you will shape the function from the ground up, collaborate with leadership and product, and travel across the UK to school visits and events while growing nationally and internationally.

Qualifications

• Proven experience in customer success, customer experience, or account management.
• Hands-on experience with Zendesk or a similar customer support platform.
• Strong analytical skills with data, dashboards, and feedback to drive decisions.

Responsabilités

• Own the end-to-end customer success strategy for schools, teachers, and students.
• Set, track, and report on customer success goals, including retention and satisfaction.
• Manage the full customer journey from onboarding through delivery, events, renewal, and enrolment.
• Act as the main point of contact for inbound queries and ensure timely, high-quality support.
• Build and maintain customer success processes, workflows, and touchpoints.
• Develop Zendesk and HubSpot workflows, including ticket triage, automations, and content.
• Develop customer health reporting, NPS programmes, and dashboards to identify risk and opportunity.
• Work cross-functionally with CEO/Founders, sales, and CTO to improve service delivery.

Connaissances

Customer success

Customer experience

Account management

Data analytics

Zendesk

HubSpot

Dashboards

NPS

Cross-functional collaboration

Outils

Zendesk

HubSpot

Description du poste

STEM On Track is seeking a Customer Success Manager to own the full customer journey across the programme, technology platform, and live events. You will build processes, track performance, and turn feedback into improvements that boost retention and trust.

In this founding role you will shape the function from the ground up, collaborate with leadership and product, and travel across the UK to school visits and events while growing nationally and internationally.